Applications Analyst - Snr

Role overview

Responsibilities

• Provide second-level application support, document issue causes and resolutions, escalate complex cases with business context, and cover first-level support when needed.
• Monitor application health and recurring issues; identify risks that could affect operational stability.
• Liaise between site teams, business users, and IT Applications, spending regular time on project sites to understand application use and challenges.
• Improve adoption through targeted training and communications; track adoption metrics and deliver recurring summaries to product and management.
• Gather requirements, assess gaps, recommend enhancements and digitization opportunities, and route feedback through the product backlog.
• Validate related fixes in UAT and communicate outcomes; lead customer onboarding and coordinate pilots for market-facing platforms.
• Handle customer usage queries, represent the product in demonstrations, and prioritize support with awareness of the customer pipeline.
• Deliver workshops and coaching; maintain user guides, knowledge articles, and training materials in clear, non-technical language.
• Support change management for rollouts, upgrades, and process changes, and participate in team standups.

Required qualifications and experience

• Experience in application support, application analysis, or product adoption for business or customer-facing software, with direct end-user engagement.
• Strong understanding of construction site operations and ability to translate site conditions into clear feedback.
• Experience driving user adoption and closing usage gaps through targeted enablement.
• Experience delivering onboarding and training to external customers or business users, in person and remotely.
• Structured approach to incident handling, root cause documentation, and knowledge base upkeep.
• Able to gather high-level requirements, assess product gaps, and present feedback and recommendations to product and technical teams.
• Strong written and verbal communication skills, including explaining application matters to non-technical audiences.
• Willingness to spend about 2–3 days per week at project sites and customer locations.
• A degree in an appropriate discipline or equivalent demonstrated experience, and 5+ years of experience.

Desirable experience and skills

• Construction product experience and experience supporting externally launched or go-to-market products are desirable.
• Power BI, low-code or forms platforms, and familiarity with Azure DevOps or Microsoft Teams are desirable.
• Certifications in IT service management or business analysis are an advantage.

What the employer offers

• Opportunity to contribute to notable UAE projects in a collaborative environment that values innovation and excellence.
• Professional growth and career progression opportunities.

About ALEC